B2B Experience Support Specialist (Hybrid)

Are you ready for what’s next?

Come explore opportunities within Brunswick, a global marine leader committed to challenging conventions and innovating next-generation technologies that transform experiences on the water and beyond. Brunswick believes “Next Never Rests™,” and we offer a variety of exciting careers and growth opportunities within united teams defining the future of marine recreation. 

Position Summary:

This position will be a hybrid full time position.

Agent directly responds, processes, resolves, or provides information for questions, inquires or complaints from Internal and External Mercury Customers received by phone, e-mail, or any other electronic form of communication. Each call will be accurately documented through call closing/resolution. The agent will be responsible for providing support in the following areas:

· Mercury University User Support

o Mercury University user management, course/curriculum inquiries, and portal support

· MercNET User Support

o MercNET B2B portal and Electronic Parts Catalog customer support, installation/updates, troubleshooting, and training

· Publications User Support

o Publications Consumer Portal Support, publication order entry, inquiries, and returns management

Primary Duties and Responsibilities:

Mercury University

· Provide customer support in all areas of Mercury University Support to ensure customer satisfaction

· Identify, research, and resolve customer issues in a timely manner

· Create and manage users in the Mercury University System

· Assist Technicians with class/course registration and certification requirements

· Assist Technicians in troubleshooting technical issues with classes

· Follow processes and procedures

· Document call details

· Work closely within the team and with other departments

· Participation in departmental and/or company projects including testing

· Perform all other departmental-related duties as assigned or requested

MercNET – Mercury B2B Portal Support

· Provide customer support in all areas of MercNET and Electronic Parts Catalog to ensure customer satisfaction

· Identify, research, and resolve customer issues in a timely manner

· Follow processes and procedures

· Document call details

· Work closely within the team and with other departments

· Participation in departmental and/or company projects, including testing

· Perform all other departmental-related duties as assigned or requested

Publications

· Provide customer support in all areas of Mercury Publication Consumer Site to ensure customer satisfaction

· Identify, research, and resolve customer issues in a timely manner

· Enter Orders in Mercury’s Enterprise Resource Planning (ERP) system

· Follow processes and procedures

· Document call details

· Work closely within the team and with other departments

· Participation in departmental and/or company projects, including testing

· Perform all other departmental-related duties as assigned or requested

Knowledge, Skill, and Ability Requirements:

· Computer Literacy

· Good troubleshooting skills

· Knowledgeable in Microsoft Office

· Knowledgeable in various Internet Browsers and Operating Systems

· Ability to manage 40+ calls per day

· Ability to multi-task

· Ability to follow defined policy and procedures

· Spanish-speaking skills are a plus but not required

· French-speaking skills are a plus but not required

Education and Experience:

· 1-3 years prior Customer Service Experience

· High school diploma or equivalent required

· College degree preferred, but not required

Next is Now!

We value growth and development, recognizing that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying.

Brunswick is an Equal Opportunity Employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by federal, state, or local law. Diversity of experience and skills combined with passion is key to innovation and inspiration and we encourage individuals from all backgrounds to apply. If you require accommodation during the application or interview process, please contact [email protected] for support. 

For more information about EEO laws, - click here

Brunswick and Workday Privacy Policies

Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: [email protected] or 866-278-6942.

All job offers will come to you via the candidate portal you create when applying through a posted position through https:///www.brunswick.com/careers. If you are ever unsure about what is being required of you during the application process or its source, please contact HR Shared Services at 866-278-6942 or [email protected].

#Brunswick Corporation - Mercury Marine